Contact Center Articles

If you have an issue with agent motivation, it can weigh you down in really unpleasant ways. Going to work isn’t fun for you, interactions are strained and performance is low. Those poor or mediocre reviews of your center on social media sites don’t help ...

Superior coaching is a key differentiator for contact centers. Content, delivery and follow up are all important to a great coaching program. Technology and training that facilitate the coaching function make sure that the participants have the information ...

Is your company more focused on skills or on process? Most managers say they concentrate on processes. Our experts suggest that when organizations become very process-oriented they also become very compliance-based, which leaves little room for valuable ...

Quality monitoring programs often become fixated on QA forms; however, there are other necessary components that will assure you are getting the greatest value from your QA program, which is agent feedback and coaching. The coaching that happens in a call ...